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Skills

  • Inbound and outbound calling
  • Credit card payment processing
  • Customer complaint resolution
  • Contract development
  • Troubleshooting technical issues
  • Conflict mediation
  • Process improvement strategies
  • Report creation
  • Actionable Insights Development
  • System implementation

Work Experiences

  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Handled the needs of up to 5 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Consistently outperformed my daily credit card application goals.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Shared detailed information about HubSpot options to assist customers in making decisions.
  • Collaborated with managers to create service improvement plans.

Summaries

  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Effective Service Support Officer with 15 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer satisfaction has been proven to rise in the past.
  • Capable Service Support Officer who understands how to manage metric routes while providing excellent customer service.
  • Dedicated to customer satisfaction and loyalty.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.

Accomplishments

  • Implemented a client-facing self-service portal, reducing incoming support tickets by 66% and improving user independence.
  • Led a project to upgrade Microsoft Excel, which allowed smoother communication between customers and the support team, cutting delays by 38%.
  • Consistently met or exceeded the Service Level Agreement (SLA) goals by resolving high-priority tickets within a two years period.
  • Executed an internal audit to ensure compliance with method, leading to a fully compliant reporting mechanism.
  • Facilitated weekly feedback sessions to assess customer pain points and implemented data-driven solutions leading to a 24% decrease in customer churn.
  • Boosted overall customer satisfaction by 36% through the successful implementation of a multi-channel support system (phone, email, chat).
  • Improved overall resolution times by introducing ticket prioritization protocols, cutting average ticket closure time from three years to two years.
  • Resolved 14 tickets related to SAP within SLA targets, maintaining a customer satisfaction rate of 46%.
  • Tracked key performance indicators (KPIs) relating to ticket status and response times, resulting in a 44% increase in team productivity.
  • Managed daily root cause analysis for technical issues, quickly identifying and resolving procedure, improving system uptime by 55%.

Affiliations

  • Participant in the Support Team Leadership Forum (STLF), sharing knowledge and learning new ways to reduce recurrent technical issues and identify service improvements.
  • Joined the Help Desk Institute (HDI) to gain insights and enhance proficiency in technical issue troubleshooting and SLA adherence.
  • Member of the Billing and Customer Care Society (BCCS) to improve skills in billing discrepancy resolution and account management.
  • Completed an advanced customer service course at the Institute for Service Excellence (ISE), focusing on service level agreements (SLAs) and client satisfaction metrics.
  • Completed annual professional development courses through the Service Experience Network (SEN) to sharpen skills in SLA adherence and service performance optimization.
  • Member of the Project Management Institute (PMI), enhancing my skills in leading cross-functional teams to achieve efficiency gains in service support tasks.
  • Member of the International Customer Service Association (ICSA), actively participating in workshops and events aimed at improving client communication strategies.
  • Attended workshops organized by the Customer Service Institute of America (CSIA) to cultivate best practices in managing high-profile client accounts.
  • Completed the CRM Software Proficiency Seminar in procedure, increasing my ability to work efficiently with program.
  • Member of the Association for CRM Professionals (ACRMP), gaining expertise in CRM implementation and client support innovations.

Certifications

  • ISO 9001 Quality Management Systems Certification - 2024
  • ServSafe
  • Certified Service Desk Manager (CSDM) - Cedar Works
  • Advanced Technical Troubleshooting Certification
  • American Academy of Financial Management (AAFM)
  • SAP Certified Application Associate
  • SHRM Certified Professional (SHRM-CP)
  • Certified Incident Manager (CIM) - 2019
  • ITIL Foundation Certification in IT Service Management
  • Customer Query Resolution Training - Harbor & Co.

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